Always nice to hear a story with the emphasis on exceeding of expectations, even more so where you've already taken the time to have your comments passed to the relevant people.

For me, without doubt, BA's best asset is its flight crew and cabin crew. Fortunately, when I've encountered IRROPS, when you make it to the aircraft I've invariably found the staff superb. Constant updates, drinks/snacks on the ground where this is relevant and a feeling of determination on their part that they will carry out everything in their power to get things going.

(On the other hand, inside the terminal can be a different story).